i MAC App quits when adding password : mSecure Support

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Bob

hat ein Thema begonnen über 1 Jahr her

I just bought the mSecures app and went through the process right up to receiving my "key".

Now when I launch the app on my iMAC (OS 10.15.7, compatible) it crashes as soon as I enter my password.

Re-started, re-installed and still quits every time I enter my password and hit the "enter" button.

Mike - mSecure

gesagt über 1 Jahr her

Hi Bob,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. I will do everything I can to help you get this straightened out. Real quick, do you have mSecure installed on any other devices? If so, are you able to access all your data on that device, and is it working fine without any crashing?

Once I know your answer, we'll work on getting things working on your Mac. I just need to know your data is safe it's available on another device before we start troubleshooting.

B

Bob

gesagt über 1 Jahr her

I will install the app on my Iphone next and let you know how it goes...

B

Bob

gesagt über 1 Jahr her

Looking good on my iPhone...thanks...what next...?

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Bob

gesagt über 1 Jahr her

FYI...I have not been able to add any PWs... I came over from Passwords Plus and will be doing an import once I get this working on my iMAC...

Mike - mSecure

gesagt über 1 Jahr her

I'm not sure what could be happening here, as it seems you actually created it your account on your Mac. I don't think I've seen this happen before, but since everything's good on your iPhone, I'm going to have you simply reset mSecure on your Mac to see if that resolves the problem. To do that, follow these steps:

1. Open mSecure on your Mac, and look in the top left corner of your screen. You should see "mSecure" in the menu bar. To the right of "mSecure," you should see the word "Help." You'll click on that in step #2 below.

2. Click Help in the menu bar at the top left of your screen. A contextual menu will appear. Hold down the "option" key on your keyboard, and you should see two hidden options appear at the bottom of the contextual menu.

3. Click "Show Data File in Finder", and a Finder window will appear revealing mSecure's database file, which is named, "mSecure.mscb"

4. Close mSecure

5. Move the "mSecure.mscb" file to the trash

Now you have reset the Mac app, and you're ready to sign back in to your mSecure account:

1. Open mSecure on your Mac if it is closed

2. Skip the welcome screens to go directly to the Sign Up / Sign In screen

3. Click "Sign In"

Enter your mSecure account's email address for the username, then enter the password for that account to sign in to it.

Did that fix the problem?

B

Bob

gesagt über 1 Jahr her

will try now...

B

Bob

gesagt über 1 Jahr her

I have now been able to enter the app on my iMAC by following your instructions. I will now attempt to import data from my Passwords Plus. Do I use the CSV file?

B

Bob

gesagt über 1 Jahr her

Ok Mike... it looks like it brought in my data.... I just have to go through each one and maybe clean them up a little bit... I will keep you posted of any other unforeseen difficulties.

Good Job!

Bob Tyrrell

Tyrrell Web & Design, LLC

Mike - mSecure

gesagt über 1 Jahr her

That's great news Bob! It's great to hear resetting the database file took care of the problem you were experiencing. I'm still not sure what caused it to begin with, but I'm glad it was a simple reset that resolved the issue.

Take care, and do let me know if you have any other questions.